Technical Support Engineer (Cloud/SaaS)

TL;DR

Technical Support Engineer (Cloud/SaaS): Providing expert-level technical assistance and solving complex product issues for a global IT ecosystem with an accent on SaaS platforms, APIs, and cloud infrastructure. Focus on diagnosing root causes, collaborating with engineering for bug fixes, and optimizing support processes.

Location: Must be based in Buffalo, NY (Hybrid)

Salary: $56,000 - $89,600 per year

Company

A leading global technology company driving the worldwide IT sales channel through a diverse portfolio of cloud and hardware solutions.

What you will do

• Resolve complex inbound technical service requests via phone and email directly with customers.
• Diagnose and troubleshoot software, APIs, integrations, and infrastructure problems.
• Perform root cause analysis and collaborate with engineering teams on bug fixes and feature requests.
• Create and maintain internal runbooks, FAQs, and technical documentation.
• Lead incident response and participate in on-call rotations for critical issues.
• Partner with Product and Engineering teams to identify support trends and implement long-term solutions.

Requirements

• 4–7+ years of experience in technical support, solutions engineering, or a similar customer-facing technical role.
• Deep experience with SaaS platforms, APIs, databases, and scripting (Python/Shell).
• Knowledge of cloud services (AWS, Azure) and networking fundamentals.
• Proficiency with web servers (Apache, IIS) and databases (MySQL, MSSQL, PostgreSQL).
• Strong understanding of Application Protocols (DNS, HTTP, HTTPS, FTP) and Linux environments.
• Fluent English and ability to work a hybrid schedule in Buffalo, NY.

Nice to have

• ITIL or Microsoft Azure certifications.
• Hands-on experience with Docker and Kubernetes.
• Experience with JIRA and Confluence.
• Programming skills in Bash, PowerShell, or PHP.

Culture & Benefits

• Hybrid work flexibility with a few days remote per week.
• Comprehensive healthcare benefits, including basic life insurance and wellbeing programs.
• 401(k) plan with company match.
• Paid time off and parental leave.
• Eligibility for merit increases and annual bonuses.